Building a Culture of Quality and Service: A Strategic Approach to Success through Customer Service

Considers the adoption of customer care by both public and private sector organizations as a means of gaining a longer‐term competitive edge. Examines ways of avoiding “charm‐school training”, the concept of the internal customer, the challenges of quality service, and a total approach to quality. Summarizes that if the “total approach” is compatible with business style, short‐term enthusiasm can be converted into long‐term and sustainable results.